Customer: Oh.
Agent (Sarah Schwab): Hi, this is Sarah calling from pub travel, is this Mister Goodman?
Customer: It is.
Agent (Sarah Schwab): Hi. Is now an okay time for you? I know you said after 2:00, so, I was hoping this might work.
Customer: Yeah, yeah, yeah, thanks for calling it really is. Now Aaron is fully aware of this but I guess, she's delegated to you it's kind of a sensitive topic but Lauren Reber has been my travel person for about five years ever since Denise first got sick and although I talked to over in the air department in a couple of months ago I was finally catch up but anyhow help, you know, I love your people, you're very sweet and you've always been good to me and I knew a lot of business with you guys I'm sure you have a bigger customers but we do air amount and I mean, what we got six at six cruisers booked so right now coming up at least but anyhow.
Agent (Sarah Schwab): Of course.
Agent (Sarah Schwab): Okay.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Yeah, yeah.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Mm-hmm.
Customer: It's just getting impossible with Warren because I'm just gonna give you the example. She just, she does everything so well but her time is so limit it and I end up waiting, waiting, waiting for the best response. And, and you know, Aaron offered me four year, three years and two and a half years ago ago the opportunity to move to a different planner.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Gotcha.
Agent (Sarah Schwab): Gotcha.
Agent (Sarah Schwab): Okay.
Customer: And she said she was gonna talk to.
Agent (Sarah Schwab): Okay.
Customer: And see if things could get better and.
Customer: They got better for a while and then I told her no, I said, I really love when I really really want to stick with her. But every time I just give you an example, we were on a, a tow cruise actually in France, and I was on a wait list to get a, a better cabinet. So, he's a game with at because I don't think they're waiting lists. Have a lot of integrity, if you can call, you can Bo it your way in if the opening. So, I was looking online even as I was cruising I was looking for a better cabin for next springs tool of cruise and, and, and I found one, suddenly.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Right.
Agent (Sarah Schwab): Oh.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Oh, great. Mm-hmm.
Customer: Lauren was away so I called customer service and they connect them to someone else in, in five minutes, call and grab the cabin. Okay, and I said to my wife, I said to my wife.
Agent (Sarah Schwab): Okay.
Agent (Sarah Schwab): Great.
Customer: I said, I'm so lucky Lauren was on vacation because of Lauren has been working. I would have had to go through her and I probably wouldn't have gotten, you know, the better cabin and I've been on a wait list for and my wife said to me.
Agent (Sarah Schwab): I see that was Taylor that you spoke with. I was just looking who was on that call for you, so, okay, yes, go on.
Customer: So, then I know you keep records of everything to even track it. But anyhow, so my wife looked at me and said now, I mean, she basically looked at me and said we're both inte people here, here if you are happy that Lauren was on vacation and that was the only way the got that cabin, because by the time you would have gotten a hold of Lauren, and she would have focused on it. You know, would have been gone. And so she said those words that came out of your mouth which is a good thing Lauren's on vacation, he said that tells you something and then, and then, and, and what I'm telling you, I really hope you, you're very disagree with what I'm sharing.
Agent (Sarah Schwab): It's spoke volumes. Yes, yes.
Agent (Sarah Schwab): Of course, absolutely.
Customer: But, but anyhow, so then, then I texted with Lauren, his book, she's changed one cruise and just since then we were in France in July on the tow and, and, and Laura, and you know, and for most day-to-day stuff you're a guest relations department is, you guys doing a great job, you know. Because a lot of the stuff I can get guest relations to help me with. You know, find out how much it is to have it transferred to our unit world cruise were coming in just a little big stuff you've got your staff is wonderful but what happened was, and Lauren, what we're doing a family cruise on celebrity next year, I'm taking 77 of us and aren book the cabins and, and, you know, and she did, okay, and so we're looking forward to that but then it's like, I'm looking for airfare for that trip.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Great. Mm-hmm.
Agent (Sarah Schwab): Mm-hmm.
Customer: And I, and I'm looking in following American airlines and you know, looking to see cause we live in, in New York your JFK. So, we're fortunate we can't get a lot of nonstops and but then we also get snooty. Because we only refused. Isn't it no stop. But anyhow I spoke to Lauren yesterday, Gu, guest relations connected I didn't leave her a voice message cause she doesn't return my calls. Normally, I have the email follow up. And then, so, so, I got it, they got me the line, we had a great conversation, I said do you think that at was gonna do any better than what I'm seeing online and I, she gave me what you guys, us realistic answer is probably not that we can try and so I said great! So you said I'll get back to you and one hour passes to our pass is three hours pass I texted her last night and.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): I understand, yeah.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Mm-hmm.
Customer: Am I gonna hear from you? Silence this morning. I sent her an email.
Agent (Sarah Schwab): Mm-hmm.
Customer: Silence so she's basically ghosted me for the last 24 hours and I know she's busy and I know Pavlus you guys have a rule that you don't like make exceptions for people unless it's an emergency, you try and make, have people put everything in order and do things in order but if she had told me and that you know that this is not an emergency. So I'm gonna put it in, of course the fear for our one book is already gone up once a while I've been waiting, I was gonna book it this weekend and it went out yesterday. So that's when I called Lauren I get it booked it yesterday to make sure it didn't work anymore and I never heard back so now 24 hours is parents and she is totally goes to me usually at least Devi. I text or, she'll respond yeah, I'm working on it I'll be back to you tomorrow or give me some kind of a timeframe. So I'm spending too much of your time and all retired guy pending your year and I apologize for that. But.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Right.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Right.
Agent (Sarah Schwab): No, no need to apologize. I'm glad to hear the feedback honestly cause it gives me some context as to the request. So I, I'm happy to reassign you. I think that sounds like it might be best for, for everyone included.
Customer: But on the other hand I met like six cruises coming out the Lauren booked in her names on every booking. So, does that mean that the cruise line contacts her and then she has to pass anything on and then there's an, then you're getting, you're inserting another person to process. So, if I have a question about, go ahead I was just gonna say.
Agent (Sarah Schwab): Right.
Agent (Sarah Schwab): No, so, typically what we do, sorry, go ahead. No, no, I was just gonna say typically, oh, we're out each other off there, I apologize we transfer the booking over with the cruise line as well to the new travel planner's. Name. So they would receive all the notifications going forward and they would have all of the information for you. So in addition to you being reassigned you know, here at those other bookings with the cruise line are also assigned to your new travel planner.
Customer: Okay, it was funny because I was looking at the Facebook page might have been a tow Facebook page where at was his name is. She, were saying who, who's hi traveler planner you know, and people get name though they get back to me to that they get back we that pass it on the one of the top or something.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Mm-hmm.
Customer: And I'm thinking G. I don't get that kind of service what the Hecks going on and you know, if I ever had to talk to Lauren again I don't want it to be a but it's just, and it seems stupid the that this is the stru break the hands back, just getting back to me on an airfare which you guys probably can be anyway a, but, so it's a minor problem it's not like an emergency.
Agent (Sarah Schwab): No, I understand that. I.
Agent (Sarah Schwab): Mm-hmm.
Customer: So, what are you supposed to happen here? What, why is there some new pressure happening or is it just, just a super busy way and this is what happens?
Agent (Sarah Schwab): Yeah, so I would say, accommodation of both, I think she does have a large book of business as you know, she's been here a little bit longer than some of the, you know, newer travel planners that have come on within the past five years and having a larger pool of guest lends itself to slower response times. So, that's what we proactively try to, you know, move over guest to travel planners with less of, you know, a lag time and response when there's things that are quite urgent that need time, sensitive replies and I think in her case, mm-hmm.
Customer: Yeah, but, and that's, go ahead.
Agent (Sarah Schwab): No, I think in her case it's something that she's been working to improve that we've you know, discussed with her a couple of times. But I understand your concerns and our most important factor is taking amazing care of our guest you, your needs are first and foremost so if we need to make sure that you're receiving more timely responses. And that means you know partnering you with a new travel planner then that's the right step to make for both of us.
Customer: Okay, I am not a hundred percent making that request even with all this, you can get Lauren to be faster, that would be great but I, but I went to Eric.
Agent (Sarah Schwab): Okay.
Agent (Sarah Schwab): Okay. Yeah, if that's your wish I can certainly do that just greatly. I can certainly have a conversation with her and you know just let her know that there's some, you know, timely response issues that she really needs to pay close attention to. Those are coming over.
Customer: And this is a, this is a comparatively small thing I need, you know, but I've been, cause I think the eyes of ATLA having a better airfare what I can find online. I mean, all your people in there told me this sometimes they can but, but you know, so I normally only use your, like for tap in order to get the mandatory it's the only way to get the rebate but, but, but I know you were there and you have when you've done it. I mean, Denise it one for me and she was great and, you know, and we're fine but I mean, that's generally the case, right? We usually can improve on what people.
Agent (Sarah Schwab): Sure.
Agent (Sarah Schwab): Right.
Agent (Sarah Schwab): Yeah, mm-hmm.
Agent (Sarah Schwab): It depends, so the airfare is definitely a tricky one just because of the way that the flights are booked. So having not looked much into this specifically. I just kind of give you the general parameters if they're booked as a nonrefundable ticket or changeable ticket and there's fees involved. Then it becomes a little bit more complicated to kind of price match for a new flight price if you will. Howe.
Customer: No, I told her I, we miss, we did meet this with seven people. We need it refundable but I'm, but I'm gonna, I was just getting ready to book and then, then you called, in fact, I was giving Lauren one more call and she didn't answer, answer the phone. So I don't know what the air gonna be, if you can get me a fair in the next 1520 minutes, that would be great and then at least I'll know.
Agent (Sarah Schwab): Okay, yeah.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Okay, yeah, and again just to remind me, so this is for the August 1st through the eighth the celebrity sailing that we're looking for air for, okay? And let me take a look at the names, here is the booking and you said there were seven of you altogether, correct?
Customer: Yeah, yeah, yeah.
Customer: I, there's yes, yeah, three cabinets. That's it. It, I've never done this before. I've only, I've, my wife and I gonna be interesting with all the branches but anyhow the flights I wanted to book if you can give me an answer real promptly. I wanted checkbook flight 66 leaving New York on the 29th of July.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Okay.
Customer: If I can, I think and they're getting in the next day on the thirtieth of American and then the return is, is on, yeah. So we're coming in a couple of days that he, of the cruise. We are going home on the last day of the cruise, the eighth of July of August and that would be flight 67. So it's flight 66 and flight sixty Ty, seven American, JJ, John non-stop I know in you guys don't have that luxury to be, no, you can, you know, you can be nonstops no like we are but it, yeah, well I live in Maryland for forty years and we had a pretty good down there too.
Agent (Sarah Schwab): On American?
Agent (Sarah Schwab): Okay.
Agent (Sarah Schwab): Okay.
Agent (Sarah Schwab): Got it. And non-stops with JFK. Okay.
Agent (Sarah Schwab): We don't. We're not spoiled that way.
Agent (Sarah Schwab): It would be wonderful. Yeah.
Agent (Sarah Schwab): Okay. Yes I'm actually I'm from Maryland as well and I noticed your phone number looks like a Maryland phone number. So I'm glad you mentioned that Rockville area. Montgomery County no, I swear.
Customer: Where in Maryland you from?
Customer: You're kidding me. Now we live, we live, we live right near the shady Grove metro station.
Agent (Sarah Schwab): Okay, yes, yes, very familiar so, yes, wonderful yes, I'm very familiar with 355 it's changed quite a lot. I don't know when was the last time you visited but it's built up a lot, it's very different.
Customer: Station right off 355 yeah, yeah, so.
Customer: Where we left and yeah, we left in the height of the pandemic where did you live? Did you grow up there and go to high-school.
Agent (Sarah Schwab): I, so I did not I actually relocated there for college. So I went to the University of Maryland and college park.
Customer: Oh, and you live in rock community on the Bellet.
Agent (Sarah Schwab): Yes, I know it was quite a commute so but I prefer that to living in college park it's not the most lovely of neighborhoods.
Customer: We.
Customer: Rock, where did you live?
Agent (Sarah Schwab): I was near, actually, the twin brook metro station. So funny that you say shady Grove cause I'm familiar with that one also but I was right and then off of 355 is some apartments there.
Customer: Oh, I know exactly I worked in the when I, when I work for the federal government in the seventies, which is probably before you were around. I work in the government.
Agent (Sarah Schwab): Oh, yes. Okay. Yes, yes.
Customer: And then, and then I went into the private. Was it a lobbies questions and we're commuted from the shady Grove metro downtown.
Customer: DC for a long time and in 2020 and we raised two daughters and county and they ended up move one move to New York from California and the younger grandchildren here in New York. So we need to relocate here actually in the middle of the.
Agent (Sarah Schwab): Oh, wow. Oh, wow.
Customer: So, yeah, that was a Sal time and I was only back about two or three times. My wife, my wife is down or her brother lives it has a beautiful time doing downtown but as to, you know, the town of restaurants all you know, downtown.
Agent (Sarah Schwab): Yes. Yes, they've built up for Beth as a, a lot and it's beautiful area, for sure, lots of restaurants to choose from now. So.
Customer: But, yeah, yeah, yeah, so when we go, we stay, we stay down there it's in numeric inquiries but anyhow, so so now we, now we fly out of Cany and I like living in Maryland better but you know, I'm out here with the kids and I'm wondering to be in New York.
Agent (Sarah Schwab): Oh, nice.
Agent (Sarah Schwab): Yes.
Agent (Sarah Schwab): Oh.
Agent (Sarah Schwab): Right. There you go. Well, you know, I'm sure you don't miss the humidity in the thunderstorms although you do get some of that up in New York as well but maybe not as much.
Customer: That's, that is the secret, that's the secret sauce up here at the summers are more like a new land summers which I was a surprised. I mean the winners of course are colder. But my other daughter lives in Anahi California. So we try and la in part of the winter when we're not cruising so.
Agent (Sarah Schwab): Oh, there you go. Yeah, you got 360 days of sunshine and seventy degrees in, in that region. So, there you go.
Customer: Alright, I'm gonna let you see if you can any.
Agent (Sarah Schwab): Okay, yeah, let me take a look at these flights for you and then I'm gonna get the information from Lauren about the cause I only have your reservation number in front of me but I'm sure that she has the other booking numbers for the rest of your crew. Sure. Yes, go ahead.
Customer: Oh, you want the other one. So, I'll give it to you right now, you're ready. You have 483-5278.
Agent (Sarah Schwab): I do.
Customer: And the other ones are 49996.
Agent (Sarah Schwab): 16. Okay.
Customer: And five oh, and the last one is 91345.
Agent (Sarah Schwab): Got it. Okay, let me take a look at those flights and then I can include her on our conversation and send over our quote for you for those flight options and just to check you would be booking this directly with American airline and that's where your pricing was not through celebrity, correct? Okay.
Customer: Celebrity offer being better fair, but and I'll tell you, I gave you a war my fair, the current fair for all seven of us and this is premium economy refundable.
Agent (Sarah Schwab): Mm-hmm. Okay.
Customer: Which adds it up $300 to every ticket. So, there's, I'm paying $2,100 extra for and the total with $60 with $16,867 and it was about $1,000 left on Sunday when I went to book it. And then I saw that popped up and I thought wow, look at it. But then I looked at comfortable flights another days, and this one is in one of the lower percent house. I'm thinking I might.
Agent (Sarah Schwab): Right.
Agent (Sarah Schwab): For the refund ability, yeah.
Agent (Sarah Schwab): 8627.
Customer: One. But, yeah, but if you guys can come close to beating that on a fully nonrefundable cause celebrity offered me refundable. But you know they then they have, they have family $250 ticket you booked after final deposit, and you probably know those roles Les. And they and the other thing is they only buy the ticket on time. And I understand some trouble reserve the seats in advance and and I like, I love to be able to manage my rookie or have a reliable person to help him with my booking ing, like you know your pat was travel team is, so I feel much better working with you or doing it myself. But anyhow $16.81686 million is the total. So, if you wanna let me know that.
Agent (Sarah Schwab): Understood, yeah.
Agent (Sarah Schwab): Yes.
Agent (Sarah Schwab): Yes.
Agent (Sarah Schwab): Understood, yeah.
Agent (Sarah Schwab): Okay, yeah, let me see what we, what we get for that price, and then I'll send over an information the information to you by the end of the day today and that way you can make your decision, does that work for you?
Customer: Okay. Yeah well even sooner if possible, I'd like in the next hour a few minutes.
Agent (Sarah Schwab): Yes. Yup. I'm gonna start to action it now and and I'll get it over to you so that you can take it, take it to look at it and see if that'll work.
Customer: Okay, and as far as the other Dell relationship I'm just maybe I'm ding, I, you know, I really like working with for him but man.
Agent (Sarah Schwab): Mm-hmm.
Agent (Sarah Schwab): Yeah, no, I again, I really appreciate the feedback. I think it's very valuable to kind of have the full picture and we always wanna make sure that you're well taken care of. So for now I'm not gonna, you know, reassign you to a new travel planner but if something should change after you know, I have a quick discussion with Lauren. If you don't see a turnaround in her timely response, you do have my contact information and I feel like please reach out to me so that I can make sure you're well taken care of. Going forward. Of course, my pleasure. Alright, talk to you soon. Take care.
Customer: Thank you very much.
Customer: Bye, this call is being.
Agent (Sarah Schwab): Bye-bye.